9 Best Customer Support Software Of 2023 (Ranked)

Customer service and Support should be a top priority for today’s businesses. In an ever-changing world where customers have become increasingly tech-savvy and realistic expectations are set for communication deliverables, offering quality customer support is a must for any organization that wants to succeed in the long run. That’s why investing in the right customer service software solution can keep up with your expanding customer base, and the dynamic business environment is important. So in this article, we’ve put together a list of the top 9 best picks for customer support software of 2023.

What is customer support software?

Customer support software is a type of software that helps businesses better manage customer service, Support, and feedback. It provides tools for customer service agents to access customer information quickly, track customer cases, and respond more efficiently to inquiries. Some of the features offered by customer support software include ticket management, automated response systems, knowledge bases, chatbots, self-service portals, and more. This type of software allows businesses to manage customer relationships better.

Why use customer support software solutions for your business?

Customer support software solutions are an invaluable asset for businesses of all sizes. They offer a range of tools to help you provide better customer service, from automated responses and ticketing systems to live chat features and customer feedback surveys that save you time and money. Additionally, customer support software solutions provide detailed analytics that can help you identify areas of improvement and better understand your customers’ needs. You can manage emails, customer requests from contact forms, and more, all in one place.

9 Best Customer Support Software Of 2023 (Ranked):

These are our 9 top picks for customer support software of 2023.

1. Zendesk: 

Zendesk is an industry leader in customer service software solutions. It provides a comprehensive suite of tools to manage customer inquiries, feedback, and requests.

Key Features of Zendesk:

• Ticketing System
• Automated Rules
• Help Desk Software
• Reporting & Analytics
• Mobile Support
• Integrations
• Live Chat
• Knowledge Base
• Multi-Channel Support
• Customer Satisfaction Surveys.

Pricing:

• Zendesk offers free and paid plans, starting at $5/month/agent.

2. Salesforce Service Cloud:

Salesforce Service Cloud is a cloud-based customer service software that provides tools to help agents manage customer inquiries and requests.

Key Features of Salesforce Service Cloud:

• Automated Cases
• Live Agent Chat
• Knowledge Base & Articles
• Self-Service Portal & Community
• Multi-Channel Support
• Social Customer Service
• Agent Performance Dashboards
• Workflows & Business Process Automation
• Automated Case Escalation & Assignment
• Analytics & Insights Platforms

Pricing:

• Salesforce Service Cloud has a subscription-based pricing structure tailored to the needs of each business. Prices start at $25/user/month and go up to $400/user/month for premium packages.

3. Freshdesk:

Freshdesk is a cloud-based customer service software designed to help teams better manage customer inquiries and requests across multiple channels.

Key Features of Freshdesk:

• Automated Ticket Routing
• Multi-channel Ticketing
• Help Desk Dashboard
• Customizable Knowledgebase
• Self-Service Portal
• Automated Ticket Escalation
• Dashboard Insights and Reports
• Integration with Third-Party Apps
• Automated Workflows & Processes
• Integration with CRM Systems & Email Platforms.

Pricing:

• Freshdesk offers several subscription plans tailored to suit the needs of different customer service teams. Plans start at $19/month for the Sprout plan and go up to $99/month for the Blossom plan.

4. Kayako:

Kayako is a customer service software that helps teams provide Support to their customers more efficiently and organizationally.

Key Features of Kayako:

• Automated responses
• Knowledge base
• Customizable workflow
• Self-service portal
• Advanced Reporting
• Multiple support channels
• Live chat
• Team collaboration
• Multi-language Support
• Mobile App Support

Pricing:

• Kayako offers a range of pricing plans to suit different business needs. The most basic plan starts at $15/month and increases in complexity. All plans include access to customer support and various features such as ticket management, automation, reporting, and more.

5. LiveAgent:

LiveAgent is customer service and helps desk software that helps teams quickly provide Support to their customers.

Key features of LiveAgent:

• Ticketing system
• Automated responses
• Live chat support
• Customer self-service portal
• Multi-channel communication
• Customer satisfaction surveys
• Reporting and analytics tools
• Knowledge base management system
• Integration with third-party apps
• Customizable branding options.

Pricing:

• LiveAgent offers different pricing plans, from free to more advanced options depending on your business needs. The basic plan starts at $15/agent/month. It also offers a 14-day free trial to test the features before committing to a plan.

6. Help Scout:

Help Scout is a customer service and help desk software designed to facilitate team collaboration. It provides teams with the tools they need to manage customer conversations.

Key features of Help Scout:

• Shared Inbox
• Automated Workflows
• Team Collaboration
• Customer History
• Analytics and Reporting
• Conversations API
• Third-Party Integrations
• Email Templates
• Self-Service Knowledge Base
• Multi-Channel Support (chat, social media, phone, etc.)

Pricing:

• Help Scout offers a free plan and three paid plans. The paid plans range from $15/user/month to $40+/user/month, depending on the features and integrations needed.

7. Groove:

Groove is a customer support and help desk software that helps teams deliver great customer service.

Key features of Groove:

• Knowledge Base
• Automated Ticket Assignment
• Advanced Customization Options
• Multi-brand and Multi-language Support
• Instant Email Notifications
• Automated Ticket Escalation
• Customer Satisfaction Surveys
• Integration with Third-Party Services
• Real-Time Collaboration
• Advanced Reporting & Analytics Features.

Pricing:

• Groove offers a variety of pricing plans based on the size of the team and usage. All Groove plans include unlimited users, Support for unlimited brands, and access to all product features. The Basic plan starts at $19/month; the Pro plan is priced at $49/month.

8. Intercom:

Intercom is a customer messaging platform that helps businesses connect with their customers in a personalized way.

Key features of the Intercom:

• Automation
• Personalized Messaging
• Segmentation
• Integrations
• Engagement Tools
• Analytics and Reporting
• Multi-Channel Support
• Live Chat Support
• Team Inbox
• Tools for Customer Support.

Pricing:

• Intercom offers a range of pricing plans for businesses of all sizes. The basic plan starts at $59/month, with more advanced plans ranging up to $999/month. There is also a free trial available.

9. Zoho Desk:

Zoho Desk is a customer service software designed to help businesses provide better customer service.

Key features of Zoho Desk:

• Automated ticketing
• Self-service knowledge base
• Multi-channel Support
• Integration with Zoho CRM
• Analytics dashboard
• Real-time tracking of customer service performance
• Reporting and analytics
• AI-powered chatbot
• Live Chat capabilities

Pricing:

• Zoho Desk offers various plans to fit any business’s needs. For example, the Professional Plan is $12/agent/month and includes all the abovementioned features. The Enterprise Plan is $20/agent/month and provides additional features like reporting, analytics, and more.

The most common customer support software features:

A good customer service software should have the following features:

1-Automated ticketing: Automate the process of tracking and responding to customer inquiries.

2-Self-service knowledge base: Provide customers with answers to frequently asked questions and other helpful information.

3-Multi-channel Support: Enable customers to contact your business through various channels, such as email, chat, social media, etc.

4-Integration with Zoho CRM: Automatically syncs customer data from Zoho CRM to provide a complete view of the customer and better understand their issues.

5-Analytics dashboard: Gain insight into customer support activities and performance with reports, charts, and more.

6-Real-time tracking of customer service performance: Monitor the performance of your customer service team in real time.

7-Reporting and Analytics: Keep track of key customer service metrics such as resolution time, ticket volume, and more.

8, AI-powered chatbot: Automate customer interactions using artificial intelligence-powered chatbots that can answer simple queries and help customers quickly.

9-Live Chat capabilities: Allow customers to reach out through live chat for instant help and Support. Your customer support team can create saved replies to respond quickly to common questions and save time.

How to choose the best customer service software?

Your choice of customer service software should depend on your specific needs and the size of your business. Look for a solution that offers features that are important to you, such as automated tickets, live chat support, and customer feedback surveys. Additionally, consider features that will help streamline your customer service operations. Choosing customer service software that is easy to use and integrates well with your existing systems is also important. Finally, ensure that your customer service solution is reliable and secure and that your data remains safe.

Which customer support software is best for you?

The best customer service software for your business depends on your needs and budget. For example, if you need a solution that provides advanced features like reporting and analytics, then Zoho Desk might be the best option for you. On the other hand, if you need basic ticketing and customer service features, another solution like Freshdesk might be a better fit. Ultimately, it’s important to evaluate the features of each customer service software to determine which one is best for you.

What are the benefits of customer support software?

Customer support software help businesses provide better customer service and customer experience. They also help to streamline business operations, reduce costs, increase efficiency, provide personalized customer service, analyze customer data for insights and trends, and develop automated workflows. Additionally, these tools can create a more unified communication channel across multiple channels, making customer service more efficient.

What are the pros and cons of customer support software?

Pros:

• Automates customer service processes to save time and resources.
• Provides real-time tracking of customer service performance.
• Increases efficiency by streamlining customer inquiries.
• Integrates with CRM systems to provide a comprehensive view of the customer.
• customer service software enables you to connect with customers
• Improves customer service quality with AI and analytics tools.

Cons:

• It Can be expensive to implement and maintain.
• Requires extensive training for staff to use the system effectively.
• Can limit customization options depending on the software chosen.
• In some cases, a learning curve may be involved in using the system.
• It can be challenging to integrate with existing systems.
• It Can require a significant amount of data maintenance and upkeep.

Conclusion:

Customer support software can be a great way to streamline customer service operations, improve customer satisfaction and increase efficiency. However, it is important to choose the software that best fits your business needs and ensure it is properly implemented and managed. It can be expensive, require extensive training, and have limited customization options, so it is important to consider these factors before investing in a customer support system. With the right system, businesses can reap the benefits of improved customer service and increased efficiency.

FAQs:

Q: Is customer service software customizable to your business needs?

A: Yes, most top customer service software can be customized to meet the needs of your business. It is important to evaluate each solution carefully to ensure it has the features and flexibility you need.

Q: How to manage customers’ data securely through customer service software?

A: Most customer service software solutions have built-in security tools to protect customer data. For added security, choose a system that uses the highest levels of encryption and complies with all applicable data privacy regulations.

Q: Does customer service software come with analytics and reporting?

A: Many customer service software solutions include reporting and analytics tools to help you track key metrics and gain insights into your customer service performance. These tools allow you to measure service metrics such as resolution time, ticket volume, and more.

Q: Is customer service software expensive?

A: The cost of customer service software tools varies depending on the features and complexity of the solution. Generally speaking, more advanced solutions are more expensive. However, many vendors offer free customer service software or discounts.

Q: How does customer service software work?

A: Customer service tool or software is designed to streamline customer inquiries and help businesses provide faster, more efficient service. The software provides automated responses, live chat, analytics tools, customer service solutions, etc.